Hello zendoodles,
Yes, we fix bugs.
When we read a post, we have to identify if it's really a bug or just an unexpected behavior that we can fix here. Or, is there a workaround to make sure a poster is able to work with his books? Then, if we can't do something about it anymore, that's the time we request for a call.
We encourage posters to call, so our phone agents can get additional details of the issue. They need to have screenshots, replicate the scenario on the QBO company of the poster, get the account information of the affected user, quantify the affected users, etc. This way, our engineers will have enough information to find the root cause and carefully create solutions that will not affect other functions. Also, there are things that can't be done here for security reasons. This why we request for a call.
On the other hand, I like the idea of not expalining the scenario again when reaching out to our phone support. I'm sharing this to the management team.
Please keep on posting here. We're just around to assist you.
